N2 Support Analyst
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Job Description
Analista de Suporte N2 investigando incidentes, APIs, logs e dados SQL para a Robbu, empresa de soluções para comunicação empresarial. Colaboração com Engenharia, Produto e Suporte N1.
Responsibilities:
- Provide Level 2 technical support, conducting in-depth analysis of incidents and issues reported by customers and the N1 team
- Perform structured technical troubleshooting, including identification, reproduction, diagnosis, and resolution
- Analyze system logs, requests, and integrations to identify failures
- Perform API and integration testing using tools such as Postman
- Run SQL queries to investigate inconsistencies, analyze data, and read and interpret stored procedures
- Support the N1 team with technical guidance and qualified escalations
- Collaborate with Engineering and Product teams to address bugs and improvements
- Monitor incident metrics, including SLA compliance, recurrence, and impact
- Document solutions and contribute to the knowledge base
- Recommend continuous improvements to processes and products
Requirements:
- Professional experience providing Level 2 (N2) technical support, investigating and resolving issues beyond basic user assistance
- Intermediate SQL skills, including joins, filters, data analysis, and investigation of inconsistencies
- Knowledge of REST APIs, including requests, HTTP methods, headers, and status codes
- API testing experience with Postman or similar tools
- Understanding of networking concepts, including HTTP/HTTPS, latency, and request behavior
- Experience using DevTools to inspect requests, analyze the console, and debug issues
- Log analysis and error identification skills
- Knowledge of Agile methodologies, such as Scrum and Kanban
- Currently pursuing or completed higher education in a technology-related field, such as Systems Analysis and Development, Computer Science, or a related discipline
- Analytical and investigative mindset
- Clear communication with technical and non-technical teams
- Strong organization and ability to prioritize tasks
- Sense of urgency and accountability
- Collaboration and teamwork
- Autonomy in investigation and decision-making
- Ability to resolve problems quickly
- Adaptability to changing conditions and dynamic environments
- Experience providing support in SaaS environments is a plus
- Knowledge of observability tools such as Grafana and Datadog is a plus
- Experience with integrations, including webhooks and external APIs, is a plus
- Basic knowledge of JavaScript, Python, or a similar language is a plus
- Technical English for reading documentation is a plus
Benefits:
- Flash meal allowance
- Health insurance
- Alura corporate learning program
- Day off
- TotalPass
- Life insurance
- Course incentives
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